Elma Mendoza

· Developed ability to work in a fast-paced atmosphere

· Maintained excellent customer relations and developed customer rapport

• Improved customer service wait times to mitigate complaints.
• Set up and activated customer accounts.
• Responded to customer emails with accurate product and service information.
• Consulted with customers to resolve service and billing issues.
• Used proven techniques to de-escalate angry customers during telephone interactions.
• Remained calm and professional in stressful circumstances and effectively diffused tense situations.

• Managed office inventory and placed new supply orders.
• Created and maintained filing systems, both paper and electronic.
• Instructed new hires on administrative procedures and company policies, closely checking work to verify performance.
• Organized workloads to streamline tasks and efficiently oversee day-to-day operations under tight deadlines.
• Completed benefits paperwork, processed employee incident reports and performed data entry tasks to maximize team productivity.
• Compiled data, tracked changes, and created reports in Excel spreadsheets.
• Discussed job performance problems with employees, identifying causes and issues to find solutions.
• Researched and prepared reports required by management or governmental agencies.

• Participated in special projects related to process improvements within the aroperations.
• Coordinated marketing events for showcasing product and service offerings.
• Planned and facilitated meetings to share marketing plans and explain future business goals.
• Delivered marketing strategy updates to upper-level management.
• Coordinated with design teams to develop creative materials such as brochures, flyers, and advertisements.
• Updated databases with customer information collected from various sources.
• Organized events such as conferences, trade shows, seminars, and webinars.
• Monitored accounts to ensure payments are up to date.
• Recorded debit, credit and account transactions in computer spreadsheets and databases.

• Trained new employees on job duties and company policies.
• Responded to customer questions regarding products, prices and availability.
• Kept records of room availability and guest accounts, manually or using computers.
• Computed bills, collected payments and made change for guests.
• Performed nightly audits of all cashiering staff by verifying accuracy of shift paperwork and balancing accounts.
• Documented wake-up requests and set up automatic calls in system.
• Input and confirmed reservations for guests.
• Checked auditing discrepancies by reconciling cash drop and credit card transactions.
• Responded to customer inquiries regarding hotel services, reservations, directions.
• Issued room keys and escort instructions to bellhops.
• Advised housekeeping staff of rooms vacated and ready for cleaning.